"While this event didn't go over well with the public, they (United management) did communicate swiftly and openly with employees. Employees are the front line of the brand, and communicating candidly to them is an essential element of building trust and ensuring that stories of the incident don't take on a life of their own among staff. The contents of the (Munoz's) email lack empathy, but do provide a clear and true statement of the facts of the incident."
